Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/08/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I helped my older parents open a raisin account because they advertise high yield savings accounts with banks. Once I created the account for my parents, they transferred a large sum of their hard earned savings to the raisin account. A day later we attempted to access the account and couldn't log in. I attempted to reset the password but never received a link. I contacted them and they said the account was suspended for account verification. The first step was to complete some information and send them a copy of the bank statement that was connected to transfer. Once that was completed they wanted us to send them a copy of picture of the driver's license with the account holder. That was also completed. We were then told we needed to complete a notary and send to their legal office in ********. We completed that step over two weeks ago. After a call to their support line, we found out that the legal office haven't even looked at the notary. At this point, we feel uneasy with this company and want our money returned. It is frustrating to have my parent's life long savings tied up in an account where they are too lazy to even look at. We want our money accessible and wish to close this account.

  Business Response

  Date: 05/09/2025

  Dear *** *******, 

  Thank you for contacting us through the Better Business Bureau and giving us the opportunity to address your concerns.

  After a thorough review, our records show that on April 2, 2025, you reached out regarding difficulty accessing your fathers account, specifically not receiving the password reset link. We informed you that the account was suspended and required identity verification to be reinstated. We promptly sent you the identity verification link with instructions to complete the process. Later that same day, you contacted us again reporting the link was not working.

  On April 4, 2025, after troubleshooting efforts were unsuccessful, we offered an alternative verification method via a Notary Form, which you could have notarized and mailed to our New York headquarters.
  On April 15, 2025, a third party called on behalf of the account holder to inquire about the status of the notary form, and we confirmed it had not yet been received.

  We received the completed notary form on April 21, 2025. However, due to internal processing delays, the documentation was not fully processed until May 8, 2025, at which point the account was reinstated.
  On May 8, 2025, you contacted customer service to inquire about the delay. We confirmed your account had been reinstated earlier that day and provided guidance on how to access it. Additionally, a member of our leadership team followed up via email to confirm that your complaint had been resolved.

  We regret any inconvenience this process may have caused and appreciate your patience throughout. Please feel free to reach out directly if you require any further assistance.
  

  
  

• Initial Complaint

  Date:05/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into my Raisins account which I created 4/16/2025 to enter my new ***** bank account which I created on 4/17/2025. Upon entering my the transaction page Raisins had obtained my new ***** account information through ****** without my consent. I continued on the transaction page thinking it would give me the option to enter this new account information as the only banking information I had entered was from a **************************** account which I was told from a previous call with Raisins was not compatible with their site. As I continued to the next page the transaction was initiated and coming from an account that did not match any account I have. Worried they would overdraw my Vermont Federal Account or take funds from my ***** credit card account (the only chase account I had at the time of creating my Raisins account) which that account information was not provided to Raisins either I tried contacting raisins via email since it was a Sunday but without reply on Monday I called. The customer service representative for *********************** seemed just as confused as me and could only confirm it was a ***** account with unknown routing or account numbers and was obtained through Yodlee. As I explained that was impossible I asked for someone that could explain and also cancel this transaction she said the best she could do was offer a call back within 48 hours. Very unprofessional and not making me feel safe or comfortable using raisins.

  Business Response

  Date: 05/09/2025

  Dear *** ****************** you for contacting us through the Better Business Bureau complaint process on May 5, 2025. We appreciate the opportunity to address your concerns regarding your experience with Raisin.

  After a thorough review, our records show that on April 16, 2025, you reached out to Raisin **************** about difficulties linking your credit union checking account to your ********************** profile. You reported encountering an error when entering your external bank account details. Our representative explained that there might be compatibility issues with that account and suggested linking an alternative account.

  On May 5, 2025, you contacted us again regarding an unfamiliar account linked to your profile, raising concerns about unauthorized access. The representative confirmed this account was linked via Yodlee but was unable to cancel the transaction as it was already in process. You requested immediate escalation due to the risk of overdraft fees, and we assured you that a leadership team member would follow up within 48 hours.

  The following day, May 6, you expressed further concerns about how Raisin obtained your ********** account information, noting you never manually entered it. Our representative clarified that Raisin only links accounts manually, however, you did not provide this information to the customer service team to complete. Subsequently, we submitted an internal ticket to our Technical Team to investigate this matter further.

  On May 7, 2025, you inquired about the investigations progress. Our findings confirmed the account was linked on April 16 using login credentials from a device and location consistent with your prior activity. No unauthorized or suspicious activity was detected.
  On May 9, 2025, a member of our leadership team contacted you with a follow-up communication, acknowledging your concerns and providing the final determination.

  We regret any inconvenience this situation may have caused and thank you for choosing Raisin for your savings needs. Should you require further assistance, please do not hesitate to contact our **************** team.
  

  
  

• Initial Complaint

  Date:04/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  no longer can login to my Raisin account. Their tech support is useless. They keep telling me that account is locked, send me a link to unlock ...I click on this link, carefully follow steps they required - and nothing happens. I sent them $2500 to buy no-penalty CD on my behalf. Now all I want is to get my $2500 back!

  Business Response

  Date: 05/09/2025

  Dear *** ********************* you for bringing your concerns to our attention through the Better Business Bureau complaint process on April 25, 2025. We appreciate the opportunity to address your experience with Raisin.

  After a thorough review, our records show that you contacted Raisin **************** on April 15, 2025, reporting difficulties logging into your account. Our representative identified that your account had been suspended due to suspicious activity related to your registration. We informed you that identity verification was required to reinstate your account and promptly sent you a follow-up email with a third-party verification link and instructions on the same day.

  On April 21, 2025, you replied indicating that you encountered a technical issue preventing completion of the verification process. Between April 21 and April 25, our Customer Support team worked with you to troubleshoot this problem.

  On May 6, 2025, a member of our leadership team contacted you via the phone number on file and successfully guided you through the verification steps, resolving the issue.

  We regret any inconvenience this situation may have caused and thank you for choosing Raisin for your savings needs. Please feel free to contact our **************** team if you require any further assistance.
  

  
  

• Initial Complaint

  Date:03/31/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Iam writing to formally complain about the handling of my c d account which matured 2/21/2025. The ** was initially obtained via Raisin bank and deposited at ************. On the maturity date I contacted customer service to inquire about accrued bonus and intention to close the account .The representative advised me to wait for the bonus to be credited before closing the account.I followed up with customer service multiple times in the following days.on March 4th after many attempts I was informed that the bonus had been credited and the representative proceeded to close the account.However at no point during the phone call was informed closing the account would result in a penalty of up to 90 days worth of bonus total of $1504 . Had I been properly informed of this penalty,I would not have agreed to close the account. I only discovered the penalty after reviewing my accont details post call. It appears that important information was intentionally or unintentionaly withheld, which has resulted in a significant financial loss. I believe this constitutes a failure on the banks part to fully disclose the consequences of a account closure. I respectfully request that this penality be waived,and I would appreciate a prompt resolution to this matter.Thank you for your attention to this issue. I look forward to your response .freedom bank account no ********************************* address = Raisin USLLC c/o Raisin solutions ********************** .E mail is support us@ **************************

  Business Response

  Date: 04/13/2025

  Dear *** ******, 

  Thank you for bringing your concerns to our attention through the Better Business Bureau complaint process. We appreciate the opportunity to address your experience with our company.
  Upon a thorough review of this matter, our records indicate that 
  On February 21, 2025, your 6-month ************ certificate of deposit (**) matured and automatically rolled over into a new **.

  On February 25, 2025, you contacted Raisin customer service to inquire about the August ** Summer Bonus, which required funds to remain on the Raisin platform through February 28, 2025. During this call, our agent advised you to keep your funds in the ** until February 28, 2025 to qualify for the bonus. Unfortunately, the agent did not account for the fact that your ** had just rolled over and was still within its seven-day ***** ******* As a result, withdrawing funds after February 27, 2025 triggered an early withdrawal penalty when the funds were withdrawn on March 4, 2025.

  On March 4, 2025, you reached out to Raisin customer service regarding the $1,506.61 penalty fee, believing you had canceled the ** earlier. During this conversation, you requested to escalate your concerns to a manager.
  On March 5, 2025, a member of our leadership team contacted you and offered to split the penalty fee with you, reimbursing $735.35. They also explained that it is ultimately the customers responsibility to manage their ** maturity plan and cancel within the ***** period if desired.

  On March 10, 2025, you contacted Raisin again to dispute the penalty fee due to what you felt was insufficient communication from our team. You expressed that you had intended to wait for the August ** Bonus before canceling your newly rolled-over **.

  On March 17, 2025, you followed up with Raisin regarding the promised bonus payment. We confirmed that the bonus had been paid on March 13, 2025 and advised that it would be credited to your external account within five days.
  After thoroughly reviewing your case, I acknowledge that during your February 25 call with customer service, we missed an important opportunity to inform you about your **s renewal status and the approaching end of its seven-day ***** ******* This oversight contributed to the confusion surrounding your withdrawal timing and subsequent penalty fee.

  To resolve this matter fairly and in recognition of our role in this misunderstanding, I am pleased to inform you that we will be reimbursing you for the remaining half of the penalty feean additional $735.35. Please allow up to 30 days for these funds to be credited to your external account.

  We regret any inconvenience this may have caused you. Thank you for choosing Raisin for your savings needs. Please do not hesitate to contact our **************** team if we can provide any further assistance.
  

  
  

• Initial Complaint

  Date:03/28/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Raisin, an entirely online banking service, makes it extremely difficult to withdraw the funds I unfortunately deposited with them. They want a statement from my current checking account, which I sent them. Now they want a statement for an account that was closed two years ago, which I cannot obtain. In addition two these two statements, they want me to get a notarized proof of my identity and snail mail it, along with a form, to their headquarters. They give no clue before opening the account that it is next to impossible to withdraw my money. I want to withdraw the money deposited with them in good faith.

  Business Response

  Date: 04/10/2025

  Dear *** ******************* you for bringing your concerns to our attention through the Better Business Bureau. We value the opportunity to address your experience and provide clarity regarding your request.

  After a thorough review of this matter, our records show that on March 21, 2025, you submitted a request via the webform in your online profile to update your external linked account. On March 23, 2025, Raisins customer service team acknowledged your request and provided guidance on the required documentation. Specifically, we outlined the need to verify ownership of both the current and new accounts, as well as complete identity verification through a third-party service, Sardine. We requested a copy of your current bank account statement, a copy of the new account statement, and completion of the identity verification process.

  Between March 24 and March 27, 2025, you informed us that you were unable to complete the identity verification due to technical issues with ID scanning. Additionally, you noted that ********************, where your current account was held, could not provide an account ownership statement due to insufficient records following the accounts closure within the past two years.

  On March 28, 2025, a member of Raisins leadership team attempted to contact you by phone but was only able to leave a voicemail. The same day, we followed up via email acknowledging your BBB complaint and confirming your intention to proceed with updating the external account on file.

  On March 31, 2025, we provided an alternative solution: initiating a $1 withdrawal from your current account so that once the transaction was rejected due to its closure, we could proceed with verifying your identity and completing your request.
  On April 7, 2025, we received confirmation of the *** return for the closed account. That same day, our leadership team reached out again to reiterate that completing identity verification remained necessary for security purposes.

  On April 9, 2025, we received an incomplete identity verification submission due to issues with scanning your drivers license. To expedite resolution, we offered manual verification and requested copies of the front and back of your drivers license. Upon receiving this documentation, we successfully verified your identity and completed your request.

  We sincerely regret any inconvenience this process may have caused and appreciate your patience as we worked to ensure compliance with our security protocols. Thank you for choosing Raisin for your savings needs. Should you require further assistance or have additional questions, please do not hesitate to contact our **************** team directly.
  

  
  

  Customer Answer

  Date: 04/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Raisin US debited a corporate account of $39,000 to account in #**** for *********** with ************ This is NOT valid, fraudulent and this is a corporate account and not personal for any signors. STOP this ACH immediately and do not attempt resubmission as it is fraudulent on behalf of Raisin or ***** ****** or any other entity with RAISIN Bank...unsure as to what this is and no phone number or info provided.

  Business Response

  Date: 03/28/2025

  Dear ****, 

  Thank you for reaching out to us through the Better Business Bureau complaint process. We appreciate the opportunity to address your concerns regarding your experience with our company.

  Following a thorough review of this matter, our records show that on March 14, 2025, an unauthorized transaction occurred involving your external account, which resulted in the funding of a Raisin account. We are pleased to inform you that this transaction has been reversed and returned to the originating account. Additionally, we have removed your account details to prevent any future unauthorized transactions.

  We apologize for any inconvenience this may have caused and appreciate your trust in our ability to resolve this issue for you. If you require any further assistance, please do not hesitate to contact our **************** team.

  Thank you for your understanding and cooperation.

  Kind Regards, 

  Raisin

  
  

• Initial Complaint

  Date:03/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From my personal every day account I transferred $100 on 07/25/23, $100 on 08/08/23, $100 08/25/23, & $200.00 on 10/25/24. The first 3 state on my personal bank account transferred to Raisin Web. The $200 payment has a tracking # I suppose. I will put it below. Nobody knows where my money is and I guess I just shouldn't worry about it. I know for a fact all I did was deposit this $. I was trying to take advantage of the higher interest rate on savings accounts. That didn't turn out very well since I've lost $500.00 now. I thought I had picked ************************* as the bank but they do show an account but only $5.00. No trace of the other money. If someone can please locate my money I would be satisfied. At this point IF it is found I want it sent back to my bank so I can invest it somewhere safer.

  Business Response

  Date: 03/10/2025

  Dear *** *******, 

  Thank you for taking the time to share your concerns with us through the Better Business Bureau complaint process. We truly appreciate the opportunity to address your experience and ensure that your issues are fully resolved.

  After conducting a thorough review of your case, our records show that you created a Raisin profile on July 22, 2023, and subsequently deposited $100 into a ************************* account on July 25, 2023. You then made several transactions totaling $400 on August 8, August 25, 2023, and October 30, 2024, resulting in a current balance of $526.02, including earned interest.

  On March 7, 2025, you contacted our customer service team because you were unable to locate your ************************* account and inquired about assistance with locating the $500. We regret that we were unable to assist you at that time due to security protocols requiring communication from the email address on file. Unfortunately, your request was closed as we did not receive a follow-up from the associated email address.

  On March 10, 2025, in response to your BBB complaint, a member of our leadership team reached out to you by phone. We explained that you would need to log into the Raisin platform to view and manage your accounts. We also sent a follow-up email with detailed instructions on accessing our online portal. You kindly acknowledged understanding how Raisin works and how to manage your account through our platform.

  We understand how frustrating this situation must have been for you, and we sincerely apologize for any inconvenience caused. We appreciate your patience and cooperation as we worked to address your concerns. Thank you for choosing Raisin for your savings needs. Please do not hesitate to contact our **************** team if you require any further assistance.

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I invest with Raisin in 2023 and ******* 2023 the 1099-int reflected the amount posted in the last statement (December) from ************************* 2024 I received 2 1099-int and none of them reflected the amount posted on the last statement of the year (December).This 2024 amount was over $8000.00 compared to the December statement.The explanation from Raisin doesn't make any sense.The money and interest were higher in 2023 than 2024.I am expecting all the external transfers from my bank to Raisin for 2023 and 2024 to validate the discrepancy and also I am starting a fraud alert with the *** and the state of ********Raising provided banks names that I don't recognize. This is data manipulation and it is a FRAUD.

  Business Response

  Date: 03/07/2025

  Dear *** ********************* you for sharing your concerns with us through the Better Business Bureau complaint process. We appreciate the opportunity to address your experience and provide clarity regarding the discrepancies you've noted.

  
  Upon reviewing your account, our records show that you initially contacted our Customer Support on February 6, 2025, regarding a perceived discrepancy between the reported earned interest on your 2024 ***** & ***** ****-INT, the 2024 ************ 1099-INT, and your December 2024 account statement. On February 10, 2025, we explained that the December statement only includes interest from accounts active during that month. Therefore, any savings products closed or certificate of deposits that matured outside of December ****************************** the December statement. 

  
  Between February 6 and March 4, 2025, you provided us with relevant documentation, including your 2023 1099-INT, the 2024 1099-INTs, and parts of your account statement. The total reported earned interest for 2024 was $28,872.81.

  
  On March 7, 2025, a member of our leadership team conducted a manual calculation of the earned interest for each active account in 2024. We shared this detailed breakdown with you, which also confirmed a total of $28,872.81. Based on this analysis, there appears to be no discrepancy between the reported interest.

  
  We regret any inconvenience this may have caused and appreciate your trust in Raisin for your savings needs. Please feel free to contact our **************** team if you require further assistance.
  

  
  

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We are still comparing 2023 vs 2024 statements.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ****
  
  
  
  
   
  

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday 12/22/25, was locked out of account, and no live agents available to assist because of high call volume. They text a code to my landline which does not receive texts. They will not change the notification to my cell phone! I do not know what they are doing with my savings? No one to talk to.

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  I finally called their number and chose the option for trying. To enroll in Raisin, and a live agent came on and easily changed my phone number from my landline to my cell phone and that solved the problem.  Unfortunately they did not have a live agent for the option of existing members with login issues.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2024, Raisin embued themselves with the rights to open another account under ********************************. I did not authorize this action. I'm told they sent an email communicating this to their customers. I did not get the email, it probably went to my spam and was deleted. I found out in July 2024 and told them to close the said account. In August 2024, they had not closed the account. So I started closing my banking relationship with Raisin. Due to interest accrual, it took several months to complete this, as each time I thought it was completed I got another statement indicating interest was still earned and added as cash in the accounts. This finally concluded in October 2024. At this point, I was told my accounts with ********************** were now closed. I gained access to their online platform today to download my 1099-INT tax form and discovered the cash account with ******************************** is still active. They tell me, they do not have relationship with this bank and its just a feature with Raisin that they have no control over and cannot close. I sent them another email today asking for my entire relationship with Raisin to be terminated. As an ex-banker and auditor, I know it is fraudulent to open accounts in other people's name without authorization. I just want Raisin to terminate my account and close all banking products they have or had under my name. Please help me resolve this.

  Business Response

  Date: 02/19/2025

  Dear *** ****************** you for bringing your concerns to our attention through the Better Business Bureau complaint process. We appreciate the opportunity to address your experience with our company.

  On June 24, 2024, Raisin implemented the ************************ & Trust account as an intermediary hub to streamline transfers within our platform.

  Prior to this change, on June 14, 2024, we notified you of the upcoming changes and provided an option to opt out. This communication included a 'learn more' link to our updated Terms and Conditions, which outlined that new deposits would be subject to this newly implemented account.

  Our records indicate that you opened this communication on the same day it was sent, and as we did not receive a request to opt out, your account was affected by this update.

  According to our records, you contacted our customer service team on November 23, 2024, to request an account closure. Our support team successfully closed your ********************* account and deactivated your online access as requested.

  On February 4, 2025, you contacted customer support to request access to the ******** document, which had been sent to your online portal. To facilitate this, our customer service team reinstated your account access, at which time you discovered the Cash Account that had been opened and generating statements since your previous request.

  As of February 17, 2025, the ************************ & Trust account has been officially closed, and our business relationship has ended per your request.

  Should you have any further questions or require additional assistance, please do not hesitate to contact our customer service team.

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *****